Roon app not working on iOS and Android despite reinstall (ref#PEDSTA)

Support
1

What’s happening?

· I'm having trouble logging in

Where are you having trouble logging in?

· I can't log into the Roon app

How can we help?

· None of the above

Other options

· Other

Describe the issue

The app is longer working on all my devices, iOS and android. After many attempts, I deleted the apps and redownloaded

Describe your network setup

Wifi

2

Hey @avass142,

Thanks for taking the time to write in and share your report, and welcome to the Roon community as well!

Right away I can see from your account information that your ROCK is running a severely outdated version of Roon.

As a first step, I’d update to the latest version of Roon and see if you continue to still have issues. One way to do this would be to connect to the webUI of your ROCK using an internet browser. Here’s more info on how to access the webUI:

I hope this helps! Let us know how it goes. :+1:

3

HI,
My Rock roon server was not allowing me to connect to the WebUI. I connected a display, keyboard and I could see the IP address. I tried through means, PC, MAC etc. but it would respond.
Next, I downloaded the latest version of the software, prepared a USB stick and booted the Rock from it with F10. I selected “Reinstall software”, then rebooted from the internal SSD. Now I can connect to WebUI. Once I was in the WebUI, I selected “Reinstall” again.
However, now I see a couple of problems:

  1. Under “Roon Database and Settings” it shows NOT READY. The external drive that I use to store my own music is plugged in the Rock. Is the database stored in the internal boot drive?
  2. Under “Networking”, the tab “Ethernet” is blank, no settings appear for IP setup. I want to set a manual fixed IP address. So this does not look right.

Under OS it shows OK and Version 2.1 (build 271) production

I am worried that I would lose my database. Is there a way to salvage things?
Thanks
Achilles

4

Hi,
Making a correction to my previous message.
The following statement “Next, I downloaded the latest version of the software, prepared a USB stick and booted the Rock from it with F10. I selected “Reinstall software”, then rebooted from the internal SSD” should read:

“Next, I downloaded the latest version of the software, prepared a USB stick and booted the Rock from it with F10. I selected “Recover OS”, then rebooted from the internal SSD”. That means I did an OS recovery and not an upgrade of the OS. After this recovery, I was able to access the WebUI. On the first appearance of the WebUI, the OS was still the older version I had before. But at that point I noticed that the “database & settings” showed NOT READY. Also, the NETWORK tab was blank.
Choosing “REINSTALL” from the WebUI did upgrade the OS but the issues with “database & settings” NOT READY and blank NETWORK remained. That’s where I am now.
Waiting to hear from you.
Thanks

6

Hi @avass142,
Thanks for the update on your status. We activated diagnostics on your account. We were only able to get 1 log from your Roon Server and it was from January 5. Does this means you haven’t used Roon since then? If so is it because you haven’t been able to use it?

In this log we also noticed that authorization kept failing with a status of not logged in. Have you noticed your account being signed out intermittently on your end?

Other users with the same symptoms were fixed by replacing the SSD. Do you have a blank SSD that you can test this theory with?

7

Hi,
I will address your questions and add some additional diagnostics in several steps.

  1. I have bee using my Rock roon server very regularly, at least once per week and more like several times per week.
  2. I streted having problems last week, i.e., first week of 2025. The first symptom was that I had difficulty finding the server on my LAN (while nothing had changed in my LAN). The few times that it would show up, when I selected “CONNECT” it send me to a page to “sign in”. That had never happened before since I was already signed in. Anyway, when I clicked on sign-in. it would hand to a blank page at “go.roonlabs.com”. I tried this many times unsuccessfully go any further, which would explain the log failure to authorize.
  3. There was one time when I was able to enter my login credentials. But then in “Database & settings” showed “NOT READY”. The only option shown was to “Restore Backup”. I have saved on a flash drive an older backup, and I chose not to proceed restoring that.
  4. On your question “Have you noticed your account being signed out intermittently on your end?” the answer is no, the breakdown was sort of sudden. The previous week, Christmas, I used the server heavily without any issues.
  5. Yes, I do have another SSD to test. Let me know what steps to take.
  6. I have a Linux machine on which I can mount the the server SSD. Can you tell me what I can recover, specifically the database which a lot of QOBUZ songs. Where in the filesystem would I look?
  7. My server is up now, and has the updated OS. But it acts strangely. Specifically, when I click CONNECT it sends me to a page to “login”. On that page bottom it shows a link “Restore a backup”. When I click on “login” the next page says that I am already logged in and instructs me to go back and connect to the server. It ends up in an infinite loop.
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Hi @avass142,
Thanks for the quick answer. It seems like a number of things are going wrong all at once. So here’s what we think will fix this.
First change your DNS to Cloudflare (https://1.1.1.1/)
Second let’s check on the health of your SSD.

  • Connect it to a Windows PC
  • Open Command Prompt on a Windows PC
  • Type chkdsk d: /f (assuming windows has assigned the external drive D)
  • Safely eject the drive from Windows task bar (icon may be hidden in the bottom right)
  • Connect drive again to main Roon Server
  • Verify if issue is resolved

Third let’s address the login loop you encountered. These are usually caused by content blockers in the browser you are using to log in. Please disable them or use a different browser without content blockers to sign into Roon.

Please let us know how Roon is working after trying these steps.

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